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Call Center Agent / Technical Support

Call Center Agent / Technical Support

Ursus IncSanta Clara, CA, United States
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JOB TITLE : Call Center Agent / Technical Support

LOCATION : Santa Clara, CA

DURATION : 6+ months

RATE RANGE : $40.00 to $50.00 / hour

Job Description

  • Answering world-wide incoming calls supporting customers, vendors, addressing inquires, concerns and providing information about products and services.
  • Make outbound calls as needed for follow-up support.
  • Document and track customer interactions in system, ensuring all information is accurate and up-to-date.
  • Resolve customer complaints or issues by identifying the problem and providing appropriate solutions.
  • Escalate unresolved issues to higher level support or management when necessary.
  • Meet or exceed performance metrics such as call handling time, customer satisfaction and issue resolution.
  • Provide product and service information, explain process or policies and guide customers through troubleshooting steps if applicable.
  • Handle sensitive or confidential customer information with care adhering to privacy policies.
  • Collaborate with team members and supervisor to continuously improve customer service processes.
  • Maintain a calm and professional attitude in stressful or high-volume situations.
  • Support an influx of customer emails for various customer programs by responding to customers or rerouting to internal support teams.
  • Continues training and development with internal sales teams for product updates and support tools.

Qualifications :

  • Excellent verbal and written communication skills.
  • Strong attendance record is required.
  • Ability to handle confidential matters with discretion.
  • 3+ years of experience.
  • Minimum of a high school diploma or equivalent experience.
  • Mature mind-set focusing on being accountable, dependable, and culpable.
  • Able to work in a fast-paced environment.
  • Flexible with schedule changes, lunch changes, OT, and work assignments.
  • Articulate, hard-working, and quick on your feet with the ability to present

    • information concisely.

  • Knows how to organize and prioritize work smoothly with good time management.
  • Can thoughtfully work both collaboratively and independently with little supervision.
  • Critical thinker with excellent problem-solving skills.
  • Works well with a variety of people and partners with a positive customer service
  • Comfortable using computer systems, CRM software and relevant tools to access

    • customer data and log interactions.

    BENEFITS SUMMARY : Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

    IND123

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    Call Center • Santa Clara, CA, United States